Franchise Hotel - Cluster Hotel Manager

Intercontinental Hotels Group; City Of London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading global hotel company is seeking a Cluster Hotel Manager in London. You will oversee day-to-day operations across multiple properties, ensuring operational excellence, maximizing revenue, and fostering a guest-centric culture. Candidates should have a Bachelor's degree in Hospitality or Business Management and significant experience in hotel leadership. The role offers competitive salary and comprehensive benefits.

Benefits

Competitive salary

Wide range of benefits

Inclusive team culture

Qualifications

• Minimum of 8-10 years of experience in hotel operations.
• Experience in managing multiple sites or hotel operations.
• Strong understanding of hospitality financials.

Responsibilities

• Lead Operation Managers to deliver excellence across properties.
• Ensure compliance with brand and service standards.
• Manage guest feedback to ensure outstanding experiences.

Skills

Leadership

Financial acumen

Operational compliance

Guest experience management

Education

Bachelor’s degree in Hotel/Hospitality/Business Management

Job description

Overview

As the Cluster Hotel Manager, you will be responsible for the day-to-day strategic leadership and operational excellence across all properties under your portfolio which currently are Ravens Ait, Hampton Suites Service Apartments and Crowne Plaza Kingston. This includes maximizing revenue, profitability, guest satisfaction, and team engagement, while ensuring consistency in service standards, brand alignment, and optimal use of resources across the cluster. You will work closely with the General Manager or direct Heads of Department at each property to deliver strong commercial performance, operational compliance, and people development.

Responsibilities

• Leadership & People Management
  • Lead and support Operation Managers and their teams to deliver consistent excellence across all properties.
  • Foster a culture of ownership, high performance, and service excellence across the cluster.
  • Develop succession plans and talent pipelines to build strong internal bench strength.
  • Champion team engagement initiatives tailored to the needs of each property, while aligning with overall brand philosophy.
  • Coach, mentor, and manage performance of direct reports through regular 1:1s, appraisals, and feedback.
• Operational Excellence
  • Oversee implementation of brand and service standards across properties, ensuring consistency and compliance.
  • Monitor property inspections, quality audits, and guest feedback systems to maintain high standards.
  • Ensure health & safety, legal, and risk management obligations are met cluster-wide.
  • Act as escalation point for critical operational issues across any property.
• Guest Experience
  • Ensure each property delivers outstanding guest experiences aligned with brand standards.
  • Build and maintain a guest-centric culture through training, recognition, and leadership visibility.
  • Actively manage guest feedback channels to identify trends, improvement opportunities, and celebrate success.
• Financial & Commercial
  • Collaborate with each property's leadership team on budget preparation, forecasting, and financial analysis.
  • Identify revenue opportunities and cost efficiencies across the cluster using shared insights and data.
  • Support the execution of local and cluster-wide sales & marketing initiatives to drive market share.
  • Lead and monitor capital projects across the properties to ensure timely and cost-effective completion.
• Responsible Business & Community Engagement
  • Drive sustainability strategies across the cluster to reduce environmental impact.
  • Represent the cluster and brand positively in the local business and media community.
• Strategic & Business Planning
  • Work with ownership and senior stakeholders to align business objectives with group strategy.
  • Ensure each property's business plan contributes to the overall cluster goals and delivers results.
  • Utilise data and reporting tools to guide strategic decisions across the cluster.

Qualifications

• Bachelor’s degree or equivalent in Hotel/Hospitality/Business Management.
• Minimum of 8-10 years of experience in hotel operations, including multi-property or senior hotel leadership roles.
• Proven experience in managing multiple sites or large-scale hotel operations.
• Strong understanding of hospitality financials, budget management, and P&L interpretation.
• Experience in developing and delivering strategic business plans.
• Demonstrated ability to influence, lead, and drive change in complex environments.

About Crowne Plaza Kingston

Join Crowne Plaza, one of the largest and best loved premium hotel brands in the world. With more than 400 hotels in diverse locations globally, Crowne Plaza is the perfect base to connect on business, pleasure, or a blend of both. We’ve thoughtfully designed our spaces to encourage, support and celebrate great connections. We’re also big on meetings and events, a trusted partner thanks to our expertise in connecting both domestic and global groups. Our branded service style “Dare to Connect” supports colleagues in delivering an unscripted approach to service that encourages warm, engaging interactions with guests. In our hotels you’ll find a team who are people-first, professional and inclusive and feel part of our global community. If you are inventive and love to connect and collaborate you’ll feel at home and excel at Crowne Plaza London Kingston.

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We give our people everything they need to succeed. From a competitive salary that rewards all your hard work to a wide range of benefits designed to help you live your best work life. We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. So, join us and you'll become part of our hotel family.